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<div class="font_small color_grey left">Telecommunications Industry</div>
<div class="font_small color_grey right"><strong>Teledirect.com.sg</strong></div>

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<h1>Customer Service</h1>

<strong>The Client</strong><br/>
The client was a new entrant to the mobile telecommunications market. They wanted to introduce a new International Direct Dial (IDD) service and capture the market share enjoyed by the existing IDD service providers.
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<strong>The Case</strong><br/>
Although the client had a large in-house customer contact centre of over 200 seats, setting up a team for the IDD service would disrupt its current operations and may have jeopardized its service levels for existing services. It then looked to an outsourced vendor for this new service. 
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Teledirect was selected for its proven track record in complete infrastructure, strong project management skills and a COPC-based quality system. 
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<strong>The Strategy</strong><br/>
Teledirect setup a team of Customer Service Representative (CSRs) within a 2-week period, including training and skills verification. Teledirect's Telesmart Customer Relationship Management (CRM) system was customized with online scripts to enable all new agents to be trained within a relatively short time. The CRM system also allowed all customer contact information and pre-qualification questions to be captured, for use by client's marketing team.
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<strong>The Results</strong><br/>
Teledirect registered over 1,000 new IDD users within the first 2 weeks of operation. This was half the time originally planned by the client for hitting the 1,000 user target.
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<strong>The Conclusion</strong><br/>
The pre-sales team of CSRs had the ability to influence product and services sign-up. Training and communication skills were key to a successful cross-sell/up-sell program.
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<strong>Our Key Measurements of Success:</strong>
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<li>Cost per transaction</li>
<li>Abandon rate</li>
<li>Service level</li>
<li>Agent utilization rate</li>
<li>Conversion rate</li>
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